Job Description
Overview
We are recruiting a Head of Operations to act as the Number Two to the Head of Operations within a growing entertainment and amusement business.
This is a senior, service-led role with responsibility for operational excellence, client satisfaction, and team leadership. The successful candidate will bring deep arcade engineering experience, combined with strong account management and people leadership capability, ensuring service levels, SLAs, and customer relationships are consistently exceeded.
Key ResponsibilitiesAccount & Client Management
* Manage and retain a portfolio of key customer accounts
* Act as the senior escalation point for operational, service, and technical issues
* Ensure all client relationships are maintained at the highest service standard
* Ensure contractual SLAs and KPIs are consistently met or exceeded
Operational & Performance Oversight
* Analyse account performance, machine data, uptime, and service metrics
* Produce clear and accurate operational and KPI reports for senior leadership and partners
* Use performance data and site insights to identify, recommend, and implement service improvements
* Oversee equipment installations, removals, relocations, and machine rotations
Technical & Engineering Leadership
* Apply hands-on arcade engineering expertise to support technical decisions and fault resolution
* Support teams with complex technical issues and service challenges
* Conduct site audits to ensure compliance, performance, and presentation standards
People Leadership
* Lead, support, and develop Regional Account Managers, Service Supervisors, Engineers, and Cash Collection teams
* Drive a high-performance, service-focused culture across operational teams
* Provide senior operational cover during weekends and holidays when required
Essential Experience & Skills
* Minimum 7 years’ experience as an Arcade Engineer, followed by several years in Account Management
* Strong service-led account management background (non-sales focused)
* Proven people management and leadership experience
* Strong analytical capability with the ability to interpret operational and performance data
* Experience working with CRM or service management systems
* Confident managing escalations, stakeholders, and operational priorities
Location
* Open to candidates anywhere in the UK
* Midlands-based candidates preferred
Remote working considered for exceptional candidates